Lillian Rose Flowers

Contact Numbers

Reviews

Terrible company

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I ordered flowers to be delivered to my mothers house. They delivered them to a neighbours house and did not leave a card to say where they had delivered them to or that they had tried to deliver them. At the time I ordered they agreed to leave them on the doorstep if no one was in. A neighbour left them on my mothers doorstep two days later. I have asked for a full refund but they have refused. I am so annoyed with this company I am taking them to court. Its not the money its the fact that they are con artists and I refuse to be another mug. DO NOT USE THIS COMPANY

cowards, liners and total rip offs.

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Mother and daughter duo. They are not florists. They will take you money and simply
Pass to a proper florist a fraction of what you paid and they profit the rest. When you complain, they will only accept emails and they won't respond to that. Write to the trading standard of the authority and report them.

Scammed as many others

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Order some flower for special occasion, used same day delivery, flowers been delivered 2 days after, no explanation on the phone, no reply to my emails. If you need short notice flowers for any occasion, go else where.
Customer Service will not provide you with any help apart from taking your money.

Rip off and doesnt reply

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Have been trying for a refund after flowers never turned up. Was told I had to wait for the flowers to turn up so that i could refuse them and then I would be offered a refund. Had to wait in for a fourth day to refuse order. Now all my emails are being ignored and told director doesnt take phone calls. Biggest con artist going. I would choose minus stars if possible

poor, disapointment

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Terrible value for money flowers, in an outdated poor arrangement. Filled with greenery, half the flowers had reached their best when arrived the others haven't yet bloomed.They were an insult of a cheap arrangement which was not to be expected by the price paid!
Still waiting for a response/explanation, even though purchase was made with Lillian Rose, still awaiting response from a third party?
Don't waste your time or money, there are many other professional, high quality florists around.

Everyone Avoid!

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1 star is generous
Quality was poor
Customer service shocking
Refused to refund
I ordered flowers to be delivered on Thursday, they phoned with an excuse and said they would arrive first thing on Friday.
A pathetic bouquet not resembling at all what I had ordered arrived at Friday at 4pm
No answer from their phone numbers at all!
Sent emails and received an apology offering a replacement to be delivered on Tuesday
My friend stayed in all day on Tuesday - nothing arrived
Phone to complain and request refund - refused as now in transit...... And no way to get hold of the driver ..... Mobile phones aren't the norm then!!!
Avoid like the plague!!

Amateur, incompetent, unprofessional. Stay away!

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Initially I thought that my experience with Lillian Rose Flowers might be isolated, but on looking around a number of review websites, it seems this is not the case.
My story then: I ordered some flowers for Mother&rsquo;s Day and as I wasn&rsquo;t particularly proactive in my planning, I ended up with Lillian Rose to meet the delivery date. I decided to choose a Saturday delivery to avoid the rush that would likely take place on Sunday when delivery options might be more limited.
The process seemed easy and payment was taken immediately. That being said, Saturday came and went but there was nothing delivered. Ok, so it&rsquo;s a busy period, give them another day, still nothing on Sunday. Tried calling - phone lines closed. I sent an email on Sunday night requesting an update, expecting a prompt reply on Monday. Nothing by lunch, so I called and eventually the phone was lifted. They took my name and the delivery details, but not the order number, which I thought was odd being that would surely be the unique identifier. Regardless, I was assured that the delivery would be completed before the end of the day and upgraded for my trouble which I thought was a reasonable response.
By close of play Monday, nothing delivered so I feel I&rsquo;ve been mugged off. I send a harsh email to every email address on the website &ndash; phone lines were closed, and demand a response by 1000 the following day. 1000 came and went and nothing in my inbox. I call, express my disappointment and I&rsquo;m immediately referred to &lsquo;Melissa&rsquo;. 3 hours later, I receive a response:
&ldquo;We cannot apologise enough for the disappointment and distress caused. The order was scheduled for delivery as requested with the florist. During this Mother&rsquo;s Day weekend many thousands of bouquets have been delivered and unfortunately some were unable to be delivered. The florists have experienced problems due to the unprecedented demand for flowers and being let down by the wholesaler. We are currently investigating the status of delivery and will be in touch as soon as possible.&rdquo;
A copy and paste job, with no specifics on anything regarding my order, cheers Melissa. A few thoughts:
Firstly, I don&rsquo;t care how many deliveries you&rsquo;ve made, I care about mine. Second, I know it was scheduled for delivery; I ordered it and received confirmation by email. Thirdly, unprecedented demand? On Mother&rsquo;s Day? If you and your wholesaler can&rsquo;t predict a spike in demand on Mother&rsquo;s Day, I think you&rsquo;re in the wrong game. And finally, 3 days after the delivery was due and they are still investigating? Flowers are perishable; it&rsquo;s not like a sofa in the back of a delivery truck. If they were en route, my mum gets a bouquet of withered flowers. Cheers.
So I demand a refund and proof it was carried out. In fairness, they did this rapidly but the story doesn&rsquo;t end there. Friday, I receive the following:
&ldquo;I truly apologise our customer services dept has been shut due to staff sickness, Emily and I have been trying to cover the emails, and customer services as well as our own jobs, I do hope your query has been resolved now, if it has not, please can you send your query to *EMAIL ADDRESS* and mark it urgent, and I promise one of us will resolve asap.&rdquo;
Another copy and paste job? Ironically, the previous email Melissa sent was confirmation of the refund so you&rsquo;d think that she&rsquo;d know it was resolved. Reading between the lines, if you&rsquo;re customer services department all went down sick over one of the busiest periods a florist can expect, it means either, they all contracted the same illness (stress maybe?) or they is actually he / she and they have no redundancy. My email traffic started on Sunday and they finally responded without a prompt from me by Friday.
I have no idea how they run their business, but I&rsquo;d suggest they need to look at the following:
Supplier contracts &ndash; how could they not have forecast the demand?
Order tracking and monitoring &ndash; why is the customer telling them there is a problem? Why were they not interested in my order number? How do they track orders? I&rsquo;m paying for a service; surely you&rsquo;d want to know how effective this part of your business is performing? How do you know whether it&rsquo;s cost effective if you aren&rsquo;t monitoring the output?
Customer Services manpower &ndash; Melissa is the director of the company and she&rsquo;s trying to do customer services role on top of her own. A lesson in delegation and resourcing is recommended.
Communication from their entire organisation &ndash; Copy and paste emails stand out a mile away. If you&rsquo;ve got problems, manage your customer expectations. Turn off the orders on the website as soon as possible. Inform customers as soon as you know they&rsquo;re going to be let down. Respond to their emails quickly and ensure it&rsquo;s specific to their circumstance.
It&rsquo;s rare to find so much ineptitude in one place; the perfect example of how not to run a business.

Awful

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Have received a terrible service and even worse customer service. Cannot believe that a company's 'director' could be so rude, unhelpful and unprofessional. After having a problem with delivery and contacting them via email, I have received nothing but badly spelt emails and hassle. Would never recommend this 'company'

Horrific!

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I am seriously appalled at the service I have received from this company. They have blatantly ignored my emails and phone calls and refuse to refund me for flowers that were never delivered. This has affected me and the people I intended the flowers for, in a deeply personal way and as yet, I have had no explanation nor an apology. One wonders what kind of people must work at Lillian Rose to think this type of behaviour is ok. They should all be ashamed.

Failed to deliver Valentine's Day flowers, no apology

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Basically, if you want flowers on a certain day - for an event for instance (and lets face it, that's mostly what flowers are for) I'd avoid Lillian Rose Flowers like the plague.
Booked flowers on 9th Feb for 13th Feb, tried to call Saturday 14th Feb to say that no delivery had been made but was passed to answerphone. Called again on Monday 16th Feb to ask for an explanation and refund but was told I had to put my request in writing to the Managing Director. I did and a full refund has now been processed but at no time has any apology been offered: apparently delivery is "totally out of our control".
I'm just glad my wife is very understanding and this wasn't for a larger event like a wedding or a funeral.